On What Planet Do They Call This SUPPORT?

Sorry Comcast but you have a long way to go before you can call what you do Support!

Thursday December 11, I called Comcast 800 number for "Business" support. I use the word Business only because they must hope you have too much to do running your business to deal with the BS they put you through in the hopes you will disconnect.

I assumed this would be an easy one for them, my problem was, and in fact STILL IS, that when I go to the Comcast Business Portal at (https://businessclass.comcast.net/Secure/MyAccount/MyAccountHero/) in the upper right there is an icon for Webmail. I click that an go to the Webmail Inbox. In the Inbox page again in the upper right there is a link for OPTIONS. Under that there is a choice for CREATE AN INBOX RULE. When you click that you have a page to setup INBOX RULES. I created A New Rule applied to all incoming mail in my Inbox, to send a copy of my incoming mail to another address as described below, but it does not work.

“Sent to 'Bxxxxxxxxxxxxxn'

After the message arrives and...

Apply to all messages

Do the following...

redirect the message to 'bxxxxxxx@comcast.net'
And stop processing more rules on this message”

Anyway, called the 800 number, selected the option for Tech Support, and then Internet and E-mail Support.

After a seven minute wait the called was answered, I explained my question and problem, and I was told by “John” that he had to transfer me to "Server Support" as he could do nothing to help.

I went back in the queue that I had waited in already, listening to the same crappy music for another 6 minutes or so. Someone answered but said nothing; I listened to another minute of background voices, then click, and back into the queue for 8 minutes more.

Finally “Brian” answered the queue, and asked what he could do for me. I explained for a second time, and was told he couldn’t help because he was “Apache Support” and I needed “Exchange Support,” click back into the queue.

A few minutes passed, and an unidentified male answered and asked me for my ZIP Code which I gave him. Click, no explanation, I was back into a queue.

Another 15 minutes this time and “Holly” answered the phone. Asked what was wrong, I explained, AGAIN, she asked me for my Account Number. “Sorry, this is the New England Center” she said, and again, no explanation, CLICK and into a queue.

Congratulations, only 18 minutes this time before another “Brian” answers the phone. I asked him where I was now in the system as I had no explanation from Holly who she was sending me to. “1-800 Business Support” he cheerfully says. GREAT BACK TO THE START! It was a nice little tour of the system, but now I am mad and out of time to deal with this crap, so I asked to speak to a supervisor. Brian says sure, but asks what the problem is so he can direct me to the right supervisor. I explain AGAIN, and am told no problem let me fix that for you.

I am on hold for another few minutes and Brian returns to tell me there is a “Back End” problem and he has escalated to Tier 2. Gives me a Ticket Number and tells me that I DEFINITELY will receive a call by end of business that day.

Brian offer a supervisor to which I reply I am not interested in anything but getting my problem resolved, not looking to file a complaint.

Later that day, I am reading Comcast’s website and see that my Modem is End of Life and “Not recommended for use” and call here for info on replacement. So, I call and get I think Steve. I explain what the day has been like and when I mention that I am waiting on my call back; he LAUGHS UNCONTROLLABLY and tells me I will be lucky to hear back within 24 hours.

Steve then tells me the modem is EOL, and am I interested in upgrading my speed. I told him not at this time, and he told me that he could only help me if I wanted to increase my internet speed package. I told him to forget it.

Friday December 12, I call the “1-800” number to check on why I have not heard back. I am told by Kyle that the Trouble Ticket has been marked as Resolved. I asked what the resolution was as I have not received any call. Kyle tells me that they left some instructions in the Trouble Ticket regarding the issue and the proper steps to resolve it. WHAT???????? I asked Kyle what further action would be taken; he told me none at this time. I asked him how I am supposed to get said Instructions? He has no reply. I asked him if they would suddenly appear on my F’ING wall when I had nothing better to do? He tells me no they would not.

I explained to Kyle this is unacceptable and that I want a Supervisor right now. Oh so sorry, he is in a meeting, “maybe I can help by reading you these instructions?” The instructions have nothing what so ever to do with the problem as I described it, so I make Kyle read me the ticket. It has so little information; the Tier Two folks could not have even contemplated a response that would apply. Great hours wasted at this point for absolutely moronic support. I tell Kyle the Ticket is NOT RESOLVED I want some resolution. Kyle opens another ticket.

During the time that Kyle is writing up the ticket, I explain the whole call back by “End of business” versus 24 hours and Kyle tells me it is more like 48 hours, but those are business hours. He then tells me that is “If I am lucky” because you are just too busy. Well no crap, if you handle all of your support like mine has been handled, then I can only imagine how busy you are making yourselves. I guess that is one kind of job security.

Kyle assures me that he understands my frustration, claims he understands clearly the problem I am having, gives me a New Ticket Number, and tells me he will have a supervisor on it as soon as they get out of their meeting. NO CALL………………….   Oh wait, I have a message in Voice mail. It came in at 1:36, yet there was no call, No caller ID on the phone, but magically a message. Let’s have a listen shall we.

"Hi this is Scott, from Comcast Tier Two Support. I am calling about your problem with setting up “Mail Forwards.”" He then proceeds to tell me this is not possible, and that it is stated on the Mail Setup in the Mail Forwarding section. He then mentions that I can setup Outlook Rules to forward my mail. I will try to call back today, never happened, or first thing Monday.

It is 11:00 and no further word, but this is not what I was doing. I was not in my mail management section setting up a mailbox forward. WTF do you guys write in your trouble tickets? Can’t you just listen to a customer and write down what they tell you they are having a problem with? If I say I am trying to “CREATE AN INBOX RULE” how do you come up with MAILBOX FORWARDING? I am not setting up an alias mailbox that I need forwarded, I want an Inbox Rule to be applied to my e-mail.

IF that cannot be done then take it out of the webmail options for crying out loud!

Now I go back to the F’ING phone to try to get through ONCE again to get this resolved as setting up my exchange based e-mail account per Comcast’s instructions caused my Outlook to lock up indefinitely on opening so the suggested option of a 12th account being monitored in my Outlook is ruled out for me.